Case Management Process

  • Coveo Support assigns unique case numbers to all customer requests for help. These case numbers allow Support to prioritize and track all cases through resolution, and allows the customer to get a status update of their case via the web based Customer Community.

  • All cases are assigned a severity level, and are placed in a queue to be processed by the next available Product Specialist. Coveo Product Specialists take ownership of your case and see it through to successful resolution. Please see the following section, Case Severity Levels and Response Times for more details.

  • The Product Specialist will contact the customer and gather any additional information needed and will investigate to determine the proper course of action. This may require the Specialist to reproduce the issue, work with our Coveo Development Team, work with the customer on their configuration of the software, etc.

  • If the Product Specialist determines that the issue requires a fix to the software, the Specialist will notify the appropriate development team. When a fix is made available from the Development Team, the Product Specialist will notify the customer of its availability.

Prior to logging a case you may want to review these helpful tips:

  • Use the product help accessed through the Coveo Usage Analytics (Coveo UA) Platform user interface.

  • Check release notes and self-service Knowledge base solutions on the Online Help.

  • Try to see if the problem is reproducible.

  • Note any recent changes to your system and environment.

  • Coveo no longer accepts cases originating from an email. Support cases must be logged through the Online Community and by phone for severity 1 cases.

Coveo Platform System Status

We strongly recommend you subscribe to our Coveo Platform System Status page here: status.cloud.coveo.com

You will receive real-time alerts for any system downtime, its associated resolution and any planned maintenance.

Also, please know our infrastructure is hosted on Amazon Web Services and we strongly recommend you subscribe to their system status service as well. You can do that here: AWS Service Health Dashboard

Contacting Support

Support region Hours of operation
Local time
Languages supported Phone numbers for critical (Sev1) issues
North America 6 AM to 9 PM EST Monday to Friday English, French +1.866.266.1583 or
+1.418.266.1583
EMEA -
Europe, Middle East, Africa
11 AM to 2 AM GMT
Monday to Friday
English, French 00800 5008 0900


  • Log your case using the Case Management on the Coveo Community.

  • Severity Level 1 tickets (see below) are covered by Support 24/7/365, including any holiday.

  • Severity Level 1 tickets must always be submitted by phone to the numbers listed above after opening a ticket. During operation hours, you will reach an agent directly. Outside of operation hours, you will reach a voicemail where you may leave a message so that an agent can get back to you respecting our initial response time (see Case Response Times).

  • Severity Levels 2 to 4 tickets (see below) are covered during the above hours of operation, except for Christmas, January 1st, and Labor Day.

Case Severity Levels and Response Times

All cases logged with Coveo Support are assigned a severity level from 1 to 4 based on the service impact on your business. Severity levels may be changed after initial contact and assessment of the issue by a Coveo Product Specialist, providing the customer is in agreement.

Please see the following table for severity level definitions and the targeted initial response time for Coveo Support. It’s helpful to clearly explain the business impact of your issue when you contact Coveo Support.

Case Severity Levels

Severity level Description
1
Critical Service Impact
A critical service impact occurs when:
  1. There's a Downtime;
  2. You discover an active Security Incident, a high-impact vulnerability or a medium or higher vulnerability (as defined under the Common Vulnerability Scoring System (CVSS));
  3. The Usage Analytics services don't record any search-related Event.
2
Major Service Impact
A major service impact occurs when the Product isn't operating as designed for most users and no reasonable workaround is available. The Product may be operating but is severely restricted. A Severity Level 2 issue could have the following characteristics:
  1. A Severity Level 1 issue is affecting non-production environments;
  2. Indexing service isn't functional;
  3. Discrepancies between the search results and the content of the index;
  4. Coveo administration interface isn't functional;
  5. Usage Analytics records Events but the data is inaccessible or incomplete;
  6. Performance degradation of the Search Response Time.
3
Minor Service Impact
A minor service impact occurs when Product features are unavailable, but a workaround exists and the majority of software functions are still usable. Minor function or feature failure that you can easily circumvent or avoid. A Severity Level 3 issue could have the following characteristics:
  1. Indexing service slowness;
  2. Index browser not loading;
  3. Changing sort options issues;
  4. Any low impact vulnerability (as defined under the Common Vulnerability Scoring System (CVSS))
4
Requests
Any question or request where no issue is affecting Product function. For example, a request for information on how to use a particular feature, a general question or requests for documentation or enhancements. A Severity Level 4 issue could have the following characteristics:
  1. General requests for advice on product usage;
  2. Clarification on product documentation or release notes;
  3. Request for a change that can't be performed by the customer;
  4. A product enhancement request.

Case Response Times

Severity level Initial response - Basic Initial response - Plus Initial response - Premium
1 4 hours1 2 hours1 1 hour1
2 8 hours 4 hours 2 hours
3 12 hours 12 hours 6 hours
4 24 hours 24 hours 12 hours

Severity Level 1 Case Process

To ensure Severity Level 1 case response time commitments are met, a customer must follow these steps:

  1. Log a case using the Coveo Community.

  2. Immediately contact Coveo Support by telephone to trigger initial response time commitment:

    • For US and Canada customers, please dial 1.866.266.1583

    • For International customers, please call 1.418.266.1583

  3. Coveo Support will immediately assess the issue and proceed to resolve the case based on that assessment and the initial response time commitment.

Closing a Case

Support cases remain open until the customer is satisfied that the case can be closed. When a support case requires a new product update before it can be closed, the case will remain open with Coveo, and the customer will be contacted when the update is available.

Coveo will close support cases when customers don’t respond to many follow-up requests for information. Typically, two follow up emails or phone calls will be made over four business days and if no response is received, the support case will be automatically closed.

Re-Opening a Case

If the case was closed in the last 30 days, the case can be re-opened by clicking Request Reopen through the Coveo Connect Community. The agent who was assigned to the case will act following our usual commitments.

If the case is closed for more than 30 days, the button won’t be available, and it can’t be re-opened. We recommend opening a new case and referring to the old case number.

Escalation Guidelines

While we strive to meet all your needs and resolve your issues in a timely manner, we recognize that at times a critical issue may arise that requires special attention. If you’re not satisfied with the progress of your case you can request that the issue be escalated (see Case Escalation Process and Guidelines).

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